IT Senior Support Specialist

Job Summary

A technician that can utilize 3 years of experience to provide higher-tier technical support and implement complex solutions for business and education customers with an emphasis on triaging requests, taking escalations, being a primary point of contact for customers, and assisting with training staff. This employee would report to the Help Desk Manager and assist with monitoring the team. This individual will also assist with priority requests from VIPs, emergencies, and project planning and/or implementation.

Duties:

• Respond to requests for technical assistance in person, via phone, and electronically
• Diagnose and resolve technical hardware and software issues
• Creatively troubleshoot problems to determine the best solution(s)
• Identify and escalate situations that require urgent attention
• Add and remove user access in various systems
• Identify recurring problems and look for global solutions
• Keep up to date with current trends and developments
• Maintain confidentiality as it pertains to client information
• Log all service desk interactions
• Triage priority/emergency requests
• Maintain documentation and reports
• Monitoring team to ensure high-quality service

IT Systems Experience

• Microsoft 365 / Azure / Intune
• Google Workspace
• Windows 10 / 11 / Server
• macOS
• ChromeOS

Advanced knowledge and understanding of:

• TCP/IP
• Switching
• Firewall services
• MDM

Key Competencies

• Troubleshoots methodically
• Innovative and creative
• Customer service-focused
• Thoughtful and trustworthy
• Adaptable and flexible
• Proven ability to implement high-quality, reliable solutions

Education and Skills

• Bachelor’s degree (preferred)
• 3 years experience
• Working knowledge of relevant hardware and software

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit, use hands to handle or feel, and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand, walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to ten pounds and occasionally lift and/or move up to twenty-five pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Job Type: Full-time

Work Location: Hybrid (in office, on-site, and remote) in Bloomington, MN

Benefits

• Simple IRA
• Simple IRA matching
• Health insurance
• Dental insurance
• Paid time off
• Flexible schedule
• Retirement plan

Schedule

• Day shift
• Eight-hour shift
• Monday through Friday

Supplemental Pay Types

• Bonus pay

Education:

• Bachelor's (Preferred)

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation Package:

• Bonus opportunities

Work Location: Hybrid remote in Edina, MN 55435

Salary : $55,000